Istari

Engineering Manager

• Hire, develop, and manage two TSEs. Own triage rotation, specialty coverage, and escalation paths.
• Configure and optimize Pylon: case routing, SLA rules, intake workflows, and customer-facing comms.
• Track SLAs, bug triage accuracy, CSAT, and recurring issue rate. Report monthly to stakeholders.
• Drive runbook creation and KB expansion. Every issue resolved more than twice should produce a runbook.
• Deliver quarterly support digests to the product team covering top issues, documentation gaps, and usability patterns. Participate in initial testing of releases.
• Maintain the quality gate between customers and engineering: route well-documented, severity-assessed bugs, not raw complaints.

Support Engineering Manager – Software Product

Program Manager

• Manage multiple high-priority programs simultaneously, each with its own set of deliverables, stakeholders, and strategic objectives.
• Lead program planning, schedule development, budget tracking, and risk management activities across all assigned programs.
• Coordinate with internal teams to ensure workstreams stay aligned and dependencies are managed.
• Establish clear reporting mechanisms for program status, risks, and key decisions.
• Serve as the primary interface between Istari and external stakeholders, including government and commercial partners.
• Identify, assess, and mitigate program risks through proactive planning and agile decision-making.

Support Engineering Manager – Software Product

Senior Program Manager, Commercial